Outbound Call Center Featured Article

IVR Training Course Offer Call Centers a Path to Success

By Chris DiMarco

Interactive voice response systems are ubiquitous in the call center space. Even if you’re only using one to greet customer or help direct their calls, IVRs save you time and money while simultaneously increasing the information that your agents have at their disposal.  Well, they would in a perfect world at least; let’s not forget the other side of the coin: those horror stories you here about disconnected calls, menus that go in circles, or unresponsive commands.

So how do you make sure that you’re getting the full host of benefits out of your IVR system? Veteran call center training provider RCCSP’s IVR Design program offers a two day, hands-on instruction that lets attendees delve deeper into their current system and provides them with the knowledge they need to create working IVR solutions.  

This course provides practical hands-on guidance for designing the best customer-focused Interactive IVR for your business. Attendees will learn scientifically-proven techniques that increase throughput and IVR containment while reducing errors. The sessions are hands-on and designed to interactive with constant updates that reflect the latest trends and research.

Depending on which IVR platform you are currently using, developing a proper response tree can be as easy as flipping a few menu switches or as difficult as writing code. Regardless of the technical skill needed to make these adjustments, this course takes a deep look into what makes a successful menu and how to keep it that way. The course is perfect for business analysts, IVR specialists, and software developers. Both technical and non-technical attendees are welcome.

IVR technology is essential to any call center, and by incorporating the lessons learned in this call center training session managers can ensure maximum return on investment.